Customer Service Representative B2B (German & English)

In Short:

Our Account Services team is expanding, and we are looking for a proactive, strategic-minded Coordinator to join our Berlin office. As an Account Services Representative, you are the operational foundation for our B2B partners, ensuring every order translates into the premium customer experience On is known for. This role is a critical stepping stone, designed for someone who wants to master customer experience and develop the analytical rigor required for future development within our Account Services teams and beyond.

Your Team:

The Account Services team is at the core of our B2B operations. We translate customer needs into execution and see every problem as a chance to improve. You’ll join a high-impact team that values transparency, accountability, and curiosity.

Your Mission:

Your primary focus is acquiring a deep grasp of our business operations, demonstrating an agile mindset, and becoming a reliable partner for our customers and internal teams.

• Operational Excellence: Manage the end-to-end B2B order process - including account support, product claims, and complex invoicing - utilizing Salesforce (CRM) and D365 (ERP) with high accuracy and attention to detail.

• Relationship Management & "WOW" Service: Serve as the primary operational point of contact for B2B customers and internal partners via email and phone, building trust through clear, proactive communication to deliver a premium customer experience.

• Proactive Problem Solving: Take the initiative to clarify open questions and issues by connecting with customers, always aiming for the best solution for all parties.

• Market Ownership & KPI Stewardship: Own your market’s KPIs and dashboards, ensuring Service Level Agreements (SLAs) and response times are met by effectively prioritizing and distributing cases to maintain execution speed.

• Cross-Functional Impact: Act as the dedicated point of contact for your market’s daily business, collaborating cross-functionally with stakeholders to align priorities and resolve bottlenecks.

• Continuous Improvement & Root Cause Analysis: Steward market data to identify recurring service issues or "atypical" cases, performing root-cause reviews to suggest process fixes that improve team efficiency.

• Process Innovation: Diagnose, test, and document solutions for out-of-process cases, codifying your learnings as best practices to ensure the collective growth of the wider team.

Your Story:

• Experience: You bring experience from a customer-facing role, with a passion for delivering a high-class, "premium" brand experience.

• Execution: You have an innate attention to detail and the ability to prioritize tasks for business impact within limited timeframes.

• Technical Skill: Being a digital native, you are at ease with modern IT infrastructure. You have a growing ability to use Excel/Sheets to organize data and flag anomalies for review.

• Influence: You are an empathetic communicator and a natural team player who builds lasting partnerships with internal stakeholders and external partners.

• Communication: Business fluent in German and English. You feel confident switching between languages and adapting your style to your audience.

• Mindset: You are a highly self-driven professional who sees problems as challenges and aims to solve them in the most positive way possible.